The following is an excerpt from Mark Ward | May 29, 2018 | BBC.com |
These days disgruntled customers can vent their spleen on social media instantly, but many companies are not handling these platforms properly, experts say. So what are the dos and don'ts of social media customer relations?
There are days when you get angry about how a company has treated you, there only seems to be one way to make it right.
Take to Twitter.
Voicing a grievance on a company's public feed has become the main way to get your complaint heard. Right now.
"Somehow Twitter has become the channel for people that are really [expletive] off with an organisation," says Lyndsay Menzies, chief executive of digital marketing agency 8 Million Stories (8MS), which advises on managing social media.
And Twitter's immediacy has led customers to think they should receive answers equally quickly, thinks Ms Menzies.
"It's made consumers much more demanding in terms of what they want and expect."
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